Additional Information
Book Details
Abstract
For undergraduate and graduate retail management courses
The text that helps students thrive in today’s retailing industry.
Without a predefined and well-integrated strategy, a retail firm may flounder as it’s attempting to cope with the changing environment that surrounds it. Berman/Evans’ reader-friendly text, Retail Management: A Strategic Approach, provides a strategic, decision-making approach that illustrates how retailers plan for, and adapt to, today’s changing and complex retail environment.
Table of Contents
| Section Title | Page | Action | Price |
|---|---|---|---|
| Cover | Cover | ||
| Contents | 9 | ||
| Preface | 19 | ||
| About the Authors | 25 | ||
| Acknowledgments | 27 | ||
| PART 1 An Overview of Strategic Retail Management | 31 | ||
| Chapter 1 An Introduction to Retailing | 32 | ||
| Chapter Objectives | 32 | ||
| Overview | 33 | ||
| The Framework of Retailing | 34 | ||
| Reasons for Studying Retailing | 34 | ||
| The Special Characteristics of Retailing | 38 | ||
| The Importance of Developing and Applying a Retail Strategy | 40 | ||
| Target Corporation: The Winning Approach of an Upscale Discounter! | 40 | ||
| The Retailing Concept | 43 | ||
| The Focus and Format of the Text | 46 | ||
| Chapter Summary | 47 | ||
| Key Terms | 48 | ||
| Questions for Discussion | 48 | ||
| Web-Based Exercises Berman Evans Blog | 49 | ||
| Appendix Understanding the Recent Economic Downturn in the United States and Around the Globe | 50 | ||
| The Current Economic Downtum | 50 | ||
| The Impact of the Downtum on Economies Around the World | 51 | ||
| The Effect of the Economic Downturn on Retailing | 51 | ||
| Strategic Options for Retailers In Weak Economic Times | 53 | ||
| Chapter 2 Building and Sustaining Relationships in Retailing | 55 | ||
| Chapter Objectives | 55 | ||
| Overview | 56 | ||
| Value and the Value Chain | 56 | ||
| Retailer Relationships | 58 | ||
| Customer Relationships | 59 | ||
| Channel Relationships | 66 | ||
| The Differences in Relationship Building Between Goods and Service Retailers | 67 | ||
| Technology and Relationships in Retailing | 69 | ||
| Electronic Banldng | 70 | ||
| Customer and Supplier Interactions | 71 | ||
| Ethical Performance and Relationships in Retailing | 72 | ||
| Ethics | 73 | ||
| Social Responsbility | 74 | ||
| Consumerism | 75 | ||
| Chapter Summary | 76 | ||
| Key Terms | 78 | ||
| Questions for Discussion | 78 | ||
| Web-Based Exerciser Sephora (www.sephora.com) | 78 | ||
| Appendix Planning for the Unique Aspects of Service Retailing | 79 | ||
| Abilities Required to Be a Successful Service Retailer | 79 | ||
| Improving the Performance of Service Retailers | 79 | ||
| The Strategy of Pal's Sudden Service:A Baldrige Award Winner | 81 | ||
| Chapter 3 Strategic Planning in Retailing | 83 | ||
| Chapter Objectives | 83 | ||
| Overview | 84 | ||
| Situation Analysis | 84 | ||
| Organizational Mission | 85 | ||
| Ownership and Management Alternatives | 87 | ||
| Goods/Service Category | 89 | ||
| Personal Abilities | 90 | ||
| Financial Resources | 91 | ||
| Time Demands | 91 | ||
| Objectives | 92 | ||
| Sales | 93 | ||
| Profit | 93 | ||
| Satisfaction of Publics | 94 | ||
| Image (Positioning) | 94 | ||
| Selection of Objectives | 96 | ||
| Identification of Consumer Characteristics and Needs | 97 | ||
| Overall Strategy | 98 | ||
| Controllable Variables | 99 | ||
| Uncontrollable Variables | 100 | ||
| Integrating Overal Strategy | 101 | ||
| Specific Activities | 102 | ||
| Control | 103 | ||
| Feedback | 103 | ||
| A Strategic Planning Template for Retail Management | 104 | ||
| Chapter Summary | 107 | ||
| Key Terms | 107 | ||
| Questions for Discussion\r\n | 108 | ||
| Web-Based Exercise: Angie's List (www.angieslist.com) | 108 | ||
| Appendix The Special Dimensions of Strategic Planning in a Global Retailing Environment | 109 | ||
| The Strategic Planning Process and Global Retailing | 109 | ||
| Opportunities and Global Retailing | 109 | ||
| Ten Trends in Global Retailing | 111 | ||
| U.S. Retailers in Foreign Markets | 112 | ||
| Foreign Retailers in the U.S. Market | 112 | ||
| Part 1 Short Cases | 114 | ||
| 1: Howard Schultz on Starbucks’ Future Plans to Grow | 114 | ||
| 2: Manufacturer–Retailer Relations in the Chocolate Business | 114 | ||
| 3: Carrefour’s and Best Buy’s Chinese Adventures | 115 | ||
| 4: Ahold: A European Powerhouse Facing Tough Times | 116 | ||
| Part 1 Comprehensive Case: Abercrombie & Fitch Co.: Looking to the Future | 117 | ||
| PART 2 Situation Analysis | 121 | ||
| Chapter 4 Retail Institutions by Ownership | 122 | ||
| Chapter Objectives | 122 | ||
| Overview | 123 | ||
| Retail Institutions Characterized by Ownership | 123 | ||
| Independent | 124 | ||
| Chain | 126 | ||
| Franchising | 128 | ||
| Leased Department | 131 | ||
| Vertical Marketing System | 133 | ||
| Consumer Cooperative | 134 | ||
| Chapter Summary\r\n | 135 | ||
| Key Terms\r\n | 136 | ||
| Questions for Discussion | 136 | ||
| Web-Based Exercise: 7-Eleven | 136 | ||
| Appendix The Dynamics of Franchising | 137 | ||
| Managerial Issues in Franchising | 137 | ||
| Franchisor-Franchisee Relationships | 140 | ||
| Chapter 5 Retail Institutions by Store-Based Strategy Mix | 142 | ||
| Chapter Objectives | 142 | ||
| Overview | 143 | ||
| Considerations in Planning a Retail Strategy Mix | 143 | ||
| The Wheel of Retailing | 143 | ||
| Scrambled Merchandising | 145 | ||
| The Retail Life Cycle | 146 | ||
| How Retail Institutions Are Evolving | 148 | ||
| Mergers, Diversification, and Downsizing | 148 | ||
| Cost Containment and Value-Driven Retailing | 148 | ||
| Retail Institutions Categorized by Store-Based Strategy Mix | 149 | ||
| Food-Oriented Retailers | 149 | ||
| General Merchandise Retailers | 154 | ||
| Chapter Summary\r\n | 161 | ||
| Key Terms\r\n | 162 | ||
| Questions for Discussion\r\n | 162 | ||
| Web-Based Exercise: Dillard's (www.dillards.com) | 163 | ||
| Chapter 6 Web, Nonstore-Based, and Other Forms of Nontraditional Retailing | 164 | ||
| Chapter Objectives | 164 | ||
| Overview | 165 | ||
| Direct Marketing | 166 | ||
| The Domain of Direct Marketing | 168 | ||
| The Customer Data Base: Key to Successful Direct Marketing | 168 | ||
| Emerging Trends | 169 | ||
| The Steps in a Direct Marketing Strategy | 171 | ||
| Key Issues Fading Direct Marketers | 173 | ||
| Direct Selling | 173 | ||
| Vending Machines | 176 | ||
| Electronic Retailing: The Emergence of the World Wide Web | 177 | ||
| The Role of the Web | 177 | ||
| The Scope of Web Users | 178 | ||
| Characteristics of Web Users | 179 | ||
| Factors to Consider in Planning Whether to Have a Web Site | 180 | ||
| Examples of Web Retailing in Action | 182 | ||
| Other Nontraditional Forms of Retailing | 183 | ||
| Video Kiosks | 183 | ||
| Airport Retailing | 184 | ||
| Chapter Summary | 186 | ||
| Key Terms | 187 | ||
| Questions for Discussion | 187 | ||
| Web-Based Exercise: Trends & Data Section of Internet Retailer's Web Site | 187 | ||
| Appendix Multi-Channel Retailing | 188 | ||
| Advantages of Multi-Channel Retail Strategies | 189 | ||
| Developing a Well-Integrated Multi-Channel Strategy | 190 | ||
| Special Challenges | 191 | ||
| Part 2 Short Cases | 193 | ||
| 1: Ernie’s Auto Body: Utilizing the Key Choice Collision Center Network | 193 | ||
| 2: Family Dollar: Reinventing the Discount Store | 193 | ||
| 3: Amazon.com’s Mom Program | 194 | ||
| 4: The Status of E-Tailing in China | 195 | ||
| Part 2 Comprehensive Case: Retailing Around the Globe | 196 | ||
| PART 3 Targeting Customers and Gathering Information | 201 | ||
| Chapter 7 Identifying and Understanding Consumers | 202 | ||
| Chapter Objectives | 202 | ||
| Overview | 203 | ||
| Consumer Demographics and Lifestyles | 204 | ||
| Consumer Demographics | 204 | ||
| Consumer Lifestyles | 206 | ||
| Retailing Implications of Consumer Demographics and Lifestyles | 208 | ||
| Consumer Profiles | 210 | ||
| Consumer Needs and Desires | 211 | ||
| Shopping Attitudes and Behavior | 212 | ||
| Attitudes Toward Shopping | 212 | ||
| Where People Shop | 213 | ||
| The Consumer Decision Process | 214 | ||
| Types of Consumer Decision Making | 218 | ||
| Impulse Purchases and Customer Loyalty | 219 | ||
| Retailer Actions | 221 | ||
| Retailers with Mass Marketing Strategies | 221 | ||
| Retailers with Concentrated Marketing Strategies | 223 | ||
| Retailers with Differentiated Marketing Strategies | 223 | ||
| Environmental Factors Affecting Consumers | 223 | ||
| Chapter Summary | 224 | ||
| Key Terms | 225 | ||
| Questions for Discussion | 225 | ||
| Web-Based Exercise: Macy's and Bloomingdale's | 225 | ||
| Chapter 8 Information Gathering and Processing in Retailing | 226 | ||
| Chapter Objectives | 226 | ||
| Overview | 227 | ||
| Information Flows in a Retail Distribution Channel | 228 | ||
| Avoiding Retail Strategies Based on Inadequate Information | 229 | ||
| The Retail Information System | 230 | ||
| Building and Using a Retail Information System | 230 | ||
| Data-Base Management | 233 | ||
| Gathering Information Through the UPC and EDI | 236 | ||
| The Marketing Research Process | 236 | ||
| Secondary Data | 238 | ||
| Primary Data | 242 | ||
| Chapter Summary | 245 | ||
| Key Terms | 246 | ||
| Questions for Discussion | 246 | ||
| Web-Based Exercise: Coca-Cola Retailing Research Council | 247 | ||
| Part 3 Short Cases | 248 | ||
| 1: The Costco Mindset: Appealing to Consumers' Interest in Quantity Discounts | 248 | ||
| 2: 7-Eleven: A New Focus on the Customer (the Guest) | 248 | ||
| 3: Testing Channel Formats at Wal-Mart | 249 | ||
| 4: Growth Reimagined: Prospects in Emerging Markets | 250 | ||
| Part 3 Comprehensive Case: Starbucks' Customer Appeal | 251 | ||
| PART 4 Choosing a Store Location | 255 | ||
| Chapter 9 Trading-Area Analysis | 256 | ||
| Chapter Objectives | 256 | ||
| Overview | 257 | ||
| The Importance of Location to a Retailer | 257 | ||
| Trading-Area Analysis | 258 | ||
| The Use of Geographic Information Systems in Trading-Area Delineation and Analysis | 260 | ||
| The Size and Shape of Trading Areas | 264 | ||
| Delineating the Trading Area of an Existing Store | 266 | ||
| Delineating the Trading Area of a New Store | 267 | ||
| Characteristics of Trading Areas | 270 | ||
| Characteristics of the Population | 273 | ||
| Economic Base Characteristics | 275 | ||
| The Nature of Competition and the Level of Saturation | 277 | ||
| Chapter Summary | 279 | ||
| Key Terms | 279 | ||
| Questions for Discussion | 280 | ||
| Web-Based Exercise: Site Selection Online | 280 | ||
| Chapter 10 Site Selection | 281 | ||
| Chapter Objectives | 281 | ||
| Overview | 282 | ||
| Types of Locations | 282 | ||
| The Isolated Store | 282 | ||
| The Unplanned Business District | 283 | ||
| The Planned Shopping Center | 287 | ||
| The Choice of a General Location | 292 | ||
| Location and Site Evaluation | 292 | ||
| Pedestrian Traffic | 293 | ||
| Vehicular Traffic | 293 | ||
| Parking Facilities | 294 | ||
| Transportation | 295 | ||
| Store Composition | 295 | ||
| Specific Site | 295 | ||
| Terms of Occupancy | 296 | ||
| Overall Rating | 299 | ||
| Chapter Summary | 299 | ||
| Key Terms | 300 | ||
| Questions for Discussion | 300 | ||
| Web-Based Exercise: MainStreet.org | 300 | ||
| Part 4 Short Cases | 301 | ||
| 1: Adapting Store Size to the Type of Location | 301 | ||
| 2: Examining Perfumania's Site-Selection Strategy | 301 | ||
| 3: Examining Rue 21's Location Strategy | 302 | ||
| 4: Coach Expands into China's Tier 2 and Tier 3 Cities | 303 | ||
| Part 4 Comprehensive Case: The Growing Appeal of Nontraditional Retail Locations | 304 | ||
| PART 5 Managing a Retail Business | 309 | ||
| Chapter 11 Retail Organization and Human Resource Management | 310 | ||
| Chapter Objectives | 310 | ||
| Overview | 311 | ||
| Setting Up a Retail Organization | 311 | ||
| Specifying Tasks to Be Performed | 312 | ||
| Dividing Tasks Among Channel Members and Customers | 312 | ||
| Grouping Tasks into Jobs | 313 | ||
| Classifying Jobs | 314 | ||
| Developing an Organization Chart | 314 | ||
| Organizational Patterns in Retailing | 315 | ||
| Organizational Arrangements Used by Small Independent Retailers | 316 | ||
| Organizational Arrangements Used by Department Stores | 317 | ||
| Organizational Arrangements Used by Chain Retailers | 319 | ||
| Organizational Arrangements Used by Diversified Retailers | 319 | ||
| Human Resource Management in Retailing | 320 | ||
| The Special Human Resource Environment of Retailing | 322 | ||
| The Human Resource Management Process in Retailing | 324 | ||
| Chapter Summary | 332 | ||
| Key Terms | 333 | ||
| Questions for Discussion | 333 | ||
| Web-Based Exercise: Macy's, Inc. | 334 | ||
| Chapter 12 Operations Management: Financial Dimensions | 335 | ||
| Chapter Objectives | 335 | ||
| Overview | 336 | ||
| Profit Planning | 336 | ||
| Asset Management | 337 | ||
| The Strategic Profit Model | 339 | ||
| Other Key Business Ratios | 340 | ||
| Financial Trends in Retailing | 341 | ||
| Budgeting | 344 | ||
| Preliminary Budgeting Decisions | 345 | ||
| Ongoing Budgeting Process | 346 | ||
| Resource Allocation | 348 | ||
| The Magnitude of Various Costs | 348 | ||
| Productivity | 349 | ||
| Chapter Summary | 350 | ||
| Key Terms | 351 | ||
| Questions for Discussion | 351 | ||
| Web-Based Exercise: QuickBooks | 351 | ||
| Chapter 13 Operations Management: Operational Dimensions | 352 | ||
| Chapter Objectives | 352 | ||
| Overview | 353 | ||
| Operating a Retail Business | 353 | ||
| Operations Blueprint | 353 | ||
| Store Format, Size, and Space Allocation | 353 | ||
| Personnel Utilization | 356 | ||
| Store Maintenance, Energy Management, and Renovations | 358 | ||
| Inventory Management | 360 | ||
| Store Security | 360 | ||
| Insurance | 361 | ||
| Credit Management | 362 | ||
| Computerization | 363 | ||
| Outsourcing | 365 | ||
| Crisis Management | 366 | ||
| Chapter Summary | 366 | ||
| Key Terms | 367 | ||
| Questions for Discussion | 367 | ||
| Web-Based Exercise: Fifth Gear | 368 | ||
| Part 5 Short Cases | 369 | ||
| 1: Predicting Retail Worker Engagement | 369 | ||
| 2: Buying Local Cuts Costs for Wal-Mart | 369 | ||
| 3: 1-800-Flowers.com Teams with IBM's E-Commerce Platform | 370 | ||
| 4: Chico's Steps Up Its Technology | 371 | ||
| Part 5 Comprehensive Case: Automated Retailing: A Driver of Profits and Cost Savings | 372 | ||
| PART 6 Merchandise Management and Pricing | 377 | ||
| Chapter 14 Developing Merchandise Plans | 378 | ||
| Chapter Objectives | 378 | ||
| Overview | 379 | ||
| Merchandising Philosophy | 379 | ||
| Buying Organization Formats and Processes | 382 | ||
| Level of Formality | 382 | ||
| Degree of Centralization | 382 | ||
| Organizational Breadth | 383 | ||
| Personnel Resources | 383 | ||
| Functions Performed | 384 | ||
| Staffing | 385 | ||
| Devising Merchandise Plans | 386 | ||
| Forecasts | 386 | ||
| Innovativeness | 387 | ||
| Assortment | 391 | ||
| Brands | 394 | ||
| Timing | 397 | ||
| Allocation | 397 | ||
| Category Management | 398 | ||
| What Manufacturers Feel About Retailers | 399 | ||
| What Retailers Feel About Manufacturers | 399 | ||
| Merchandising Software | 400 | ||
| General Merchandise Planning Software | 400 | ||
| Forecasting Software | 400 | ||
| Innovativeness Software | 401 | ||
| Assortment Software | 401 | ||
| Allocation Software | 401 | ||
| Category Management Software | 401 | ||
| Chapter Summary | 402 | ||
| Key Terms | 403 | ||
| Questions for Discussion | 403 | ||
| Web-Based Exercise: Planning Factory | 404 | ||
| Chapter 15 Implementing Merchandise Plans | 405 | ||
| Chapter Objectives | 405 | ||
| Overview | 406 | ||
| Implementing Merchandise Plans | 406 | ||
| Gathering Information | 406 | ||
| Selecting and Interacting with Merchandise Sources | 408 | ||
| Evaluating Merchandise | 409 | ||
| Negotiating the Purchase | 411 | ||
| Concluding Purchases | 411 | ||
| Receiving and Stocking Merchandise | 412 | ||
| Reordering Merchandise | 414 | ||
| Re-evaluating on a Regular Basis | 416 | ||
| Logistics | 416 | ||
| Performance Goals | 417 | ||
| Supply Chain Management | 418 | ||
| Order Processing and Fulfillment | 418 | ||
| Transportation and Warehousing | 420 | ||
| Customer Transactions and Customer Service | 421 | ||
| Inventory Management | 422 | ||
| Retailer Tasks | 422 | ||
| Inventory Levels | 423 | ||
| Merchandise Security | 423 | ||
| Reverse Logistics | 425 | ||
| Inventory Analysis | 426 | ||
| Chapter Summary | 426 | ||
| Key Terms | 427 | ||
| Questions for Discussion | 427 | ||
| Web-Based Exercise: Business Solutions Section of the U.S. Postal Service's Web Site | 427 | ||
| Chapter 16 Financial Merchandise Management | 428 | ||
| Chapter Objectives | 428 | ||
| Overview | 429 | ||
| Inventory Valuation: The Cost and Retail Methods of Accounting | 429 | ||
| The Cost Method | 430 | ||
| The Retail Method | 432 | ||
| Merchandise Forecasting and Budgeting: Dollar Control | 435 | ||
| Designating Control Units | 435 | ||
| Sales Forecasting | 436 | ||
| Inventory-Level Planning | 439 | ||
| Reduction Planning | 440 | ||
| Planning Purchases | 441 | ||
| Planning Profit Margins | 442 | ||
| Unit Control Systems | 442 | ||
| Physical Inventory Systems | 443 | ||
| Perpetual Inventory Systems | 444 | ||
| Unit Control Systems in Practice | 445 | ||
| Financial Inventory Control: Integrating Dollar and Unit Concepts | 445 | ||
| Stock Turnover and Gross Margin Return on Investment | 446 | ||
| When to Reorder | 447 | ||
| How Much to Reorder | 448 | ||
| Chapter Summary | 449 | ||
| Key Terms | 450 | ||
| Questions for Discussion | 450 | ||
| Web-Based Exercise: Benchmarking Section of the Retail Owners Institute Web site | 451 | ||
| Chapter 17 Pricing in Retailing | 452 | ||
| Chapter Objectives | 452 | ||
| Overview | 453 | ||
| External Factors Affecting a Retail Price Strategy | 455 | ||
| The Consumer and Retail Pricing | 455 | ||
| The Government and Retail Pricing | 457 | ||
| Manufacturers, Wholesalers, and Other Suppliers—and Retail Pricing | 459 | ||
| Competition and Retail Pricing | 460 | ||
| Developing a Retail Price Strategy | 460 | ||
| Retail Objectives and Pricing | 461 | ||
| Broad Price Policy | 463 | ||
| Price Strategy | 464 | ||
| Implementation of Price Strategy | 469 | ||
| Price Adjustments | 474 | ||
| Chapter Summary | 476 | ||
| Key Terms | 476 | ||
| Questions for Discussion | 477 | ||
| Web-Based Exercise: Neiman Marcus | 477 | ||
| Part 6 Short Cases | 478 | ||
| 1: Making McDonald's Recession-Resistant | 478 | ||
| 2: The Merchandising of Private Brands | 478 | ||
| 3: Destocking as a Strategy | 479 | ||
| 4: Cheap Chic from Forever 21 | 480 | ||
| Part 6 Comprehensive Case: The Unique Merchandising Strategy of eBay | 481 | ||
| PART 7 Communicating with the Customer | 485 | ||
| Chapter 18 Establishing and Maintaining a Retail Image | 486 | ||
| Chapter Objectives | 486 | ||
| Overview | 487 | ||
| The Significance of Retail Image | 488 | ||
| Components of a Retail Image | 488 | ||
| The Dynamics of Creating and Maintaining a Retail Image | 489 | ||
| Atmosphere | 491 | ||
| A Store-Based Retailing Perspective | 491 | ||
| A Nonstore-Based Retailing Perspective | 501 | ||
| Encouraging Customers to Spend More Time Shopping | 503 | ||
| Community Relations | 506 | ||
| Chapter Summary | 507 | ||
| Key Terms | 507 | ||
| Questions for Discussion | 508 | ||
| Web-Based Exercise: Johnny Rockets | 508 | ||
| Chapter 19 Promotional Strategy | 509 | ||
| Chapter Objectives | 509 | ||
| Overview | 510 | ||
| Elements of the Retail Promotional Mix | 510 | ||
| Advertising | 510 | ||
| Public Relations | 516 | ||
| Personal Selling | 518 | ||
| Sales Promotion | 520 | ||
| Planning a Retail Promotional Strategy | 525 | ||
| Determining Promotional Objectives | 525 | ||
| Establishing an Overall Promotional Budget | 527 | ||
| Selecting the Promotional Mix | 528 | ||
| Implementing the Promotional Mix | 529 | ||
| Reviewing and Revising the Promotional Plan | 532 | ||
| Chapter Summary | 533 | ||
| Key Terms | 534 | ||
| Questions for Discussion | 534 | ||
| Web-Based Exercise: Business Know-How | 534 | ||
| Part 7 Short Cases | 535 | ||
| 1: Making Every Day Seem Special | 535 | ||
| 2: Shopper Marketing Ramps Up | 535 | ||
| 3: Best Buy: Promoting Its Insignia Consumer Electronics Brand | 536 | ||
| 4: Coupons in the Digital Era | 536 | ||
| Part 7 Comprehensive Case: Evolving Communication Channels and Tools | 538 | ||
| PART 8 Putting It All Together | 543 | ||
| Chapter 20 Integrating and Controlling the Retail Strategy | 544 | ||
| Chapter Objectives | 544 | ||
| Overview | 545 | ||
| Integrating the Retail Strategy | 546 | ||
| Planning Procedures and Opportunity Analysis | 546 | ||
| Defining Productivity in a Manner Consistent with the Strategy | 548 | ||
| Performance Measures | 550 | ||
| Scenario Analysis | 555 | ||
| Control: Using the Retail Audit | 556 | ||
| Undertaking an Audit | 556 | ||
| Responding to an Audit | 558 | ||
| Possible Difficulties in Conducting a Retail Audit | 559 | ||
| Illustrations of Retail Audit Forms | 559 | ||
| Chapter Summary | 561 | ||
| Key Terms | 562 | ||
| Questions for Discussion | 562 | ||
| Web-Based Exercise: American Customer Satisfaction Index | 562 | ||
| Part 8 Short Cases | 563 | ||
| Case 1: After the Recession: Preparing for a Brighter Retail Future | 563 | ||
| Case 2: Fixing the Gap | 563 | ||
| Part 8 Comprehensive Case: Assessing Best Buy's Long-Term Business Plan | 565 | ||
| Appendix: Careers in Retailing | 571 | ||
| Overview | 571 | ||
| The Bright Future of a Career in Retailing | 571 | ||
| Owning a Business | 572 | ||
| Opportunities as a Retail Employee | 572 | ||
| Types of Positions in Retailing | 573 | ||
| Career Paths and Compensation in Retailing | 573 | ||
| Getting Your First Position as a Retail Professional | 575 | ||
| Searching for Career Opportunities in Retailing | 575 | ||
| Preparing for the Interview | 575 | ||
| Evaluating Retail Career Opportunities | 576 | ||
| Glossary | 577 | ||
| A | 577 | ||
| B | 577 | ||
| C | 578 | ||
| D | 579 | ||
| E | 580 | ||
| F | 581 | ||
| G | 581 | ||
| H | 582 | ||
| I | 582 | ||
| J | 582 | ||
| L | 582 | ||
| M | 583 | ||
| N | 584 | ||
| O | 584 | ||
| P | 585 | ||
| Q | 586 | ||
| R | 586 | ||
| S | 587 | ||
| T | 589 | ||
| U | 589 | ||
| V | 589 | ||
| W | 590 | ||
| Y | 590 | ||
| Z | 590 | ||
| Endnotes | 591 | ||
| Name Index | 603 | ||
| A | 603 | ||
| B | 603 | ||
| C | 604 | ||
| D | 604 | ||
| E | 604 | ||
| F | 605 | ||
| G | 605 | ||
| H | 605 | ||
| I | 605 | ||
| J | 606 | ||
| K | 606 | ||
| L | 606 | ||
| M | 606 | ||
| N | 607 | ||
| O | 607 | ||
| P | 607 | ||
| Q | 607 | ||
| R | 607 | ||
| S | 608 | ||
| T | 608 | ||
| U | 609 | ||
| V | 609 | ||
| W | 609 | ||
| X | 609 | ||
| Y | 609 | ||
| Z | 609 | ||
| Subject Index | 611 | ||
| A | 611 | ||
| B | 611 | ||
| C | 611 | ||
| D | 612 | ||
| E | 612 | ||
| F | 613 | ||
| G | 613 | ||
| H | 613 | ||
| I | 613 | ||
| J | 614 | ||
| K | 614 | ||
| L | 614 | ||
| M | 614 | ||
| N | 615 | ||
| O | 615 | ||
| P | 615 | ||
| Q | 616 | ||
| R | 616 | ||
| S | 617 | ||
| T | 618 | ||
| U | 618 | ||
| V | 619 | ||
| W | 619 | ||
| Y | 619 | ||
| Z | 619 |